Team Manager - OFR

Key Responsibilities:

· Coordinate to develop a framework that can help define, integrate and manage processes that can be measured and managed against customer expectations and are in line with business strategy and objectives, Group guidelines and policies

· Simplify and communicate the global strategies and priorities to your respective teams

· Draft and ensure implementation of operational plans, measures and budgets, to achieve defined results

· Train and supervise team leaders, experts, process/project managers as per the organization policies and practices, drive the culture with learning & growing mindset

· Contribute to development plans for direct reports, and ensure the same is practiced within the team

· Support implementation of systems, standards, targets and customer feedback mechanisms to monitor performance

· Ensure smooth transition of services, that are to be hosted by or supported from your team, assist other service lines or centers where required

· Ensure adherence to operating standards and procedures to provide cost-effective, superior and efficient delivery of services

· Manage capacity requirements & productivity optimally, communicate and guide management on operational nuances

· Provide input to determine which business processes would make sense to automate and how many manual processes need to be defined, documented, and monitored

· Initiate innovative process to automate processes for overall process consistency, data accountability, improved productivity, reduced errors, and reduced response time

· Study issues, determine opportunities and introduce best practices for customer operations focusing on increasing effectiveness and efficiency

· Drive continuous improvement mindset within the team

· Ensure policies, practices and procedures are understood and followed by direct reports, customers and stakeholders

· Setting goals and objectives for team members for achievement of operational results

Stakeholder Management

· Understand customer and key stakeholders’ interests and concerns and advise direct reports, customers and key stakeholders

· Influence others outside of own job area regarding policies, practices and procedures

· Build strong, trusting relationships with DHL managers

· Extensive contact with other departments

· Cooperate with and coordinate 3rd parties e.g. external service providers

Management Responsibility

· Supervise team leaders with span of 15-20 each, overall team size of manager around 60-80

· Supervise professional level employees (typically Experts, project/process managers)

Required Skills/Abilities:

· Bachelor’s degree

· Postgraduates preferred

· 7–9 years of operational experience across various ocean freight trade lanes

· 2-4 years of operation team management experience

· Project management experience preferred

· Strong communication skills (verbal/written)

· Strong analytical skills

· Knowledge on visualization Tools

· Proficiency with handling global reporting with DHL's customers